CX Product Manager - New Business

Position Overview

The CX Product Manager is a key part of the Customer Experience team, driving customer and product strategies to acquire, retain, and engage customers. In this role, you will map customer journeys, develop business cases and growth strategies, and work closely with diverse stakeholders to deliver a best-in-class omni-channel experience.

Key Responsibilities

• Understand and map customer experiences and performance data (behavioral, experiential, and financial) to assess current operating states and their impact on both customers and the business.
• Redesign existing processes and experiences to drive customer and business value, leveraging data and customer research within a strategic product development framework.
• Facilitate cross-functional workshops with Digital, Customer Care, Collections, Account Protection, Enterprise Data Science and Analytics, and Technology teams to ensure a comprehensive view of opportunities.
• Curate opportunities to improve customer experiences by addressing pain points, performing competitive intelligence, and developing strategic business cases and roadmaps.
• Partner with Finance and Data Analytics teams to maintain sizing and prioritization across Acquisition, Engagement, and Servicing, ensuring investments deliver maximum business benefit.

Required Qualifications

• High School Diploma or GED
• 5+ years of experience in a Customer Experience environment with a focus on the voice of the customer, customer journeys, session recording, and a data-driven approach with financial and experiential delivery.

Preferred Qualifications

• Bachelor’s Degree in Business, Marketing, or a related field
• 8+ years of experience working in consumer behavior and Customer Experience
• Experience collaborating with research teams for primary customer insights on current challenges and future opportunities
• Familiarity with Cobrand Credit Cards, Loyalty/Marketing, and Servicing functions as they relate to the end-to-end customer experience
• Experience in retail, consumer behavior, or financial services
• Experience with Medallia or other VoC survey programs and Decibel or other session recording tools

Benefits & Perks

• Competitive Compensation: Salary ranges vary by location (e.g., California: $112,600.00 - $221,800.00; Colorado: $97,900.00 - $186,300.00; and more).
• Comprehensive Health Benefits: Medical, prescription drug, dental, vision, and additional voluntary plans.
• Retirement & Paid Time Off: 401(k) plan, 11 paid holidays, Flexible Time Off (FTO), and Paid Sick and Safe Time (PSST).
• Performance Incentives: Annual incentive bonus opportunities, stock purchase options, and six weeks of 100% paid parental leave for eligible parents.